How do I two-way sync only customer-type accounts between Zoho Desk and CRM?

The Zoho Desk and Zoho CRM integration lets you choose which CRM list views of accounts and contacts are synced. Create a CRM custom view of accounts where Account Type is Customer, and a contact view that matches, then select those views in the Desk integration settings with two-way sync. Records outside the views stay in CRM only.

The integration does not offer a field filter inside Desk. Instead, it uses CRM custom views as the filter. Accounts and contacts sync two ways by default, and you can switch to one way from CRM to Desk. Deletion preferences decide whether deleting a record on one side deletes or just unlinks it on the other.

For accounts, a custom view with Account Type equals Customer is easy. Contacts are harder, because a contact view may not filter on a field from the related account. A common fix is to add a field on contacts, such as Is Customer, and keep it updated with a workflow when the account type changes. Then build the contact view on that field.

Plan for change. When a prospect becomes a customer, it enters the view and syncs to Desk. When a customer churns, decide whether Desk should keep the history. Test with a few records before the first full sync, as the initial sync can take hours. Check the current Desk help pages for any new filter options.

Written by Flowpeak, a Zoho implementation partner. Zoho pricing and features change, so confirm current details on the official Zoho site. Free checklists | Ask us a question